We are seeking a dynamic and detail-oriented professional to join our team in support of our Contact Center as a Service (CCaaS) initiatives. This role will contribute to the governance, communication, design, build, and ongoing maintenance of our contact center applications, ensuring optimal value delivery across the business. The successful candidate will collaborate closely with IT and business stakeholders to align with enterprise strategy and oversee application sustainment, enhancements, and new development efforts. Reporting to the Lead Director, Contact Center Technology, this position plays a critical role in executing the overall contact center strategy while supporting strategic business initiatives. The individual will serve as a key liaison between Business Unit SMEs and technical teams, managing priorities, resolving escalations, and overseeing backlog grooming to ensure timely and effective delivery. Strong communication and organizational skills are essential to navigate cross-functional environments and drive alignment across teams. The ideal candidate is a self-starter who thrives in a fast-paced setting and can manage multiple priorities with minimal supervision. A commitment to detail and structured execution is vital, along with the ability to develop a deep understanding of existing contact center business models and processes. This role requires creativity and efficiency in implementing change events to ensure successful user adoption and long-term success of our contact center solutions.